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Inspection report

Date of Inspection: 7 December 2012
Date of Publication: 8 January 2013
Inspection Report published 8 January 2013 PDF

The service should have quality checking systems to manage risks and assure the health, welfare and safety of people who receive care (outcome 16)

Meeting this standard

We checked that people who use this service

  • Benefit from safe quality care, treatment and support, due to effective decision making and the management of risks to their health, welfare and safety.

How this check was done

We looked at the personal care or treatment records of people who use the service, carried out a visit on 7 December 2012, observed how people were being cared for and checked how people were cared for at each stage of their treatment and care. We talked with people who use the service, talked with carers and / or family members and talked with staff.

We used the Short Observational Framework for Inspection (SOFI). SOFI is a specific way of observing care to help us understand the experience of people who could not talk with us.

Our judgement

The provider had an effective system to regularly assess and monitor the quality of service that people receive.

Reasons for our judgement

People told us that the manager and staff often asked them for their opinion of the service both formally in surveys and informally on a day to day basis. People particularly liked the meals and the staff working in the home. One person told us, "The staff are always cheerful and friendly. That makes all the difference." People said that the manager was good at listening to any concerns or complaints and that staff did their best to put things right. We saw the results of a recent ‘Satisfaction Survey’ which had been completed over 2012. This had been analysed centrally but The Dales had been given an individual score by the organisation. The results showed the home had continued to improve since 2011 and the level of satisfaction was high.

The manager stated that she carried out regular quality checks including medication, menus, cleanliness of the home and care plans. Audits were also checked by senior managers from the organisation. We saw records confirming this.